Technical Customer Solutions Specialist

Ohio Cat; Broadview Heights (OH); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

401(k) match

Health insurance

Dental & Vision Insurance

Credit Union

Life & Disability Insurance

Educational Scholarships

Bonuses

Job summary

Ohio CAT is seeking a Customer Solutions Specialist in Broadview Heights, OH to support external customers with service, maintenance, and repair information for Cat equipment, engines, and generators.

You will facilitate field service, shop scheduling, and parts identification, and assist in orders. The role drives parts and service revenue and enhances the customer experience through end-to-end support.

Qualifications

• High school diploma or equivalent required.
• 2-year Vo-Ed diploma preferred.
• 2+ years CAT service experience or 3+ years industry experience in construction equipment.
• Functional knowledge of CAT products and diagnostics.
• Ability to read and interpret safety rules and write routine reports.
• Advanced-level troubleshooting skills and knowledge of repair options for Caterpillar machines.

Responsibilities

• Assist customers with troubleshooting and resolution of product issues.
• Utilize Condition Monitoring case leads involving fault codes, CAT SIS, and service inspections to diagnose customer machine issues.
• Use the DSN system to communicate product issues to dealer Technical Communicators.
• Locate part numbers and custom parts for serviced/repaired machines.
• Assist in driving incremental Parts revenue by recommending repair parts to customers.
• Assist in driving incremental Parts and Service revenue by passing on challenging technical requests to the customer’s local Service Department.
• Demonstrate, train, assist, and execute Remote Services and Diagnostics Processes with customers.
• Respond to internal and external customer inquiries and questions in a timely fashion.
• Elevate high-priority issues and customers to Manager and Caterpillar Representatives.
• Reviews manufacturer's and trade catalogs, drawings, and other data relative to operation, maintenance, and service of equipment.
• Maintains records and files of work and revisions.
• Participates in meetings, seminars, and training sessions to obtain information on new products to better provide technical assistance.

Skills

CAT Service

Troubleshooting

Electrical systems

Diagnostic tools

Customer service

Reading documents

Education

High School diploma

Vo-Ed Technical Diploma

Tools

CAT SIS

DSN system

Job description

Ohio CAT is seeking a Customer Solutions Specialist in Broadview Heights, OH to support external customers with service, maintenance, and repair information for Cat equipment, engines, and generators.

You will facilitate field service, shop scheduling, and parts identification, and assist in orders. The role drives parts and service revenue and enhances the customer experience through end-to-end support.